Director, Account Management
RingCentral
•$198,450 - $283,500•Hybrid
About The Position
RingCentral is seeking a strategic, high-energy Director of Account Management & Customer Success. This critical leadership role is responsible for the entire post-sale customer journey for Global Service Provider end customers. The role involves owning revenue metrics for the existing customer base (renewals and upsells), driving product adoption, managing complex escalations, and overseeing the offshore Customer Success call center. A key aspect of this role is leading the modernization of the CS function by identifying and executing opportunities to leverage AI for improved team productivity, scaled customer insights, and optimized support workflows.
Requirements
- 8+ years in Account Management or Customer Success
- At least 2-5 years in a leadership role
- Systems thinker; enjoys building processes that allow others to succeed at scale
- Strong communication skills; ability to influence and deliver firm but constructive feedback
- Comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation
- Operational Excellence: ability to manage complex workflows across different time zones and cultures
- Strategic Foresight: ability to build solutions for the future, not just fix current issues
- Adaptability: ability to pivot quickly in a fast-paced environment
Responsibilities
- Own and exceed targets for Churn and Downsell as well as Upsell.
- Design and execute strategies to identify cross-sell and upsell opportunities within the existing customer base.
- Manage the end-to-end renewal pipeline, forecasting accurately and intervening on high-risk accounts.
- Partner closely with our Global Service Providers Sales teams to align, execute, and manage expansion and recontracting strategies.
- Develop, track, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams.
- Design and implement Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to tie individual performance directly to revenue and retention goals.
- Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents.
- Proactively identify opportunities to integrate AI tools and automation into the CS and Account Management workflows.
- Implement AI-driven solutions within the offshore call center to improve agent efficiency.
- Leverage AI analytics to uncover deep product adoption trends, health scores, and actionable customer insights at scale.
- Develop playbooks to drive user engagement, time-to-value, and deep product adoption.
- Serve as the senior executive point of contact for critical customer escalations, ensuring swift resolution and restoring customer trust.
- Monitor customer health scores and proactively design intervention programs for at-risk accounts.
- Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations.
- Define, track, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team.
- Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience.
- Foster a unified culture between onshore Account Managers and offshore support agents.
- Recruit, mentor, and develop a high-performing team of CSMs and Account Managers.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSAs)
- Commuter benefits
- 401K match
- ESPP (Employee Stock Purchase Plan)
- Paid time off
- Paid sick leave
- Paid parental and pregnancy leave
- New parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
